Complaints Procedure

If you are unhappy with any part of your experience with MMS Driving School, you can raise a complaint by phone, through our contact page, or by email, and we will acknowledge it within 48 hours. We take all feedback seriously and aim to put things right quickly, fairly, and professionally.

MMS Driving School is a Coventry-based driving school run by owner and principal instructor Muniba Sahily, serving Coventry, Bedworth, Nuneaton, Rugby, Leamington Spa, Warwick, and Kenilworth.

How to Raise a Complaint

You can contact us in whichever way is easiest for you:

• Contact page: submit the details through our contact page.
• Phone: call 07576 917 709, 8:00am–8:00pm, 7 days a week.
• Email: [email protected].

To help us resolve your complaint as quickly as possible, please include:

• your name and preferred contact details;
• the date and location (or town) of the lesson or issue;
• a clear description of what happened; and
• what outcome you are hoping for.

What Happens Next

We follow a simple, transparent process:

1. Acknowledgement. We will acknowledge your complaint within 48 hours of receiving it.
2. Review. The owner, Muniba Sahily, will review the details and may contact you for any further information needed to understand the issue fully.
3. Response. We will investigate fairly and provide a clear response explaining our findings and any action we will take to resolve the matter.
4. Resolution. We aim to resolve complaints as quickly as possible and keep you informed if a more detailed investigation is required.

Our Response Time

We are committed to acknowledging every complaint within 48 hours. Where a complaint needs a more thorough investigation, we will let you know how long we expect it to take and keep you updated throughout, so you are never left wondering what is happening.

Confidentiality and Fair Treatment

We treat every complaint in confidence and share the details only with those who need to be involved in resolving it. Raising a complaint will never affect the quality of the lessons you receive, and you will always be treated with courtesy and respect. Our goal is to learn from feedback and continually improve the service we provide to every learner across Coventry and the surrounding towns.

Keeping Records

We keep a record of complaints and how they were resolved so we can identify patterns, improve our lessons, and demonstrate that concerns have been handled properly. Any personal data collected as part of a complaint is held in line with our Privacy Policy.

If You Are Not Satisfied

If we are unable to resolve your complaint to your satisfaction, you have the right to escalate it. The right route depends on what your complaint is about:

• About your instructor or MMS Driving School — conduct, lessons, booking, or service. If our own response has not resolved it, an approved driving instructor's professional conduct can be raised with the Driver and Vehicle Standards Agency (DVSA), which registers and regulates instructors.
• About the driving test itself — the practical or theory test, the examiner, or the result. These are handled by the DVSA, not by MMS Driving School, because we do not conduct the test. The DVSA runs its own complaints and appeals process for test-related matters.

Exact DVSA contact details for your situation are [Client to confirm / link the current DVSA complaints page].

We will always cooperate fully with any external body reviewing a complaint and will treat you with courtesy and respect throughout the process.

Related Policies

• Read how we protect learners, especially those under 18, in our Safeguarding Policy.
• Learn how we handle your personal data in our Privacy Policy.

Contact Us

To raise a complaint or ask a question, call MMS Driving School on 07576 917 709 or use our contact page. If you would like to book or continue lessons, you can get in touch at any time.